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Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert in technical support and service management. Here you’ll find information on:

  • Strategy and best practices
  • Processes and procedures
  • Service management
  • Knowledge management
  • Technology
  • Workforce management
  • Customer Experience
  • Technical support
  • Metrics and measurements

Beyond the archives of valuable content, new articles are released every week.

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The Latest from SupportWorld

Single Point of Contact: Jason Wischer
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Jason Wischer shares leadership ideas to help you connect with people to drive...

I Can Hear You Smiling: Emotionally Aware Support for Emotionally Exhausting Times
July 30, 2020

When things get tough, actively practicing empathy and seeing the world through our...

A Tale of Agile Transformation at the Service Desk
July 29, 2020

For IT to evolve from being functional to outcome driven, they must know what brings...

Metric of the Month: Same Day/Next Day Resolution
July 28, 2020

Jeff Rumburg examines same day/next day resolution, a metric that measures the...

Emerging Lessons for Executives from the Pandemic
July 21, 2020

Consider these insights from business leaders and CIOs as we turn the corner toward...